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QUESTION 35
In a Cisco Unified Contact Center Enterprise deployment with geographically redundant central controllers, a new site is added with two new Admin Workstations as the only AWs at the site. What is the recommended configuration (AW type) for these two machines?
A. 1 – Primary Distributor AW, 1 – Secondary Distributor AW
B. 1 – Primary Distributor AW, 1 – Client AW
C. 1 – Secondary Distributor AW, 1 – Client AW
D. 2 – Client AWs
E. 2 – Secondary Distributor AWs
F. 1 – Primary Client AW, 1 – Secondary Client AW

Correct Answer: A Section: (none) Explanation
Explanation/Reference:
QUESTION 36
In order to properly determine how many Cisco Voice Gateways are needed in a Cisco Unified Customer Voice Portal deployment, the following information is provided by the customer: “We typically receive about 6000 calls a day, higher on Mondays. Each call lasts an average of four minutes once the caller is talking to an agent, and the average queue time is about five minutes. Also, there is about a one-minute prompt and collect activity when the call first arrives. All calls go to a single contact center, and the data center is located on-site. All the contact center agents are on Cisco Unified Communications Manager IP phones with Cisco Unified Contact Center Enterprise Cisco Agent Desktop.”
What two additional pieces of information are required? (Choose two.)
A. Are calls planned to use SIP or H.323 for call control?
B. What codec will be used for the Cisco Unified IP phones?
C. Are there “down periods” when the contact center is closed?
D. How much redundancy is required?
E. How many calls are received during the busiest hour?

Correct Answer: DE Section: (none) Explanation
Explanation/Reference:
QUESTION 37
Which two statements about QoS are not correct in the Cisco Unified ICM solution? (Choose two.)
A. In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust needs to be enabled on access-layer routers and switches.
B. 90 percent of the total available bandwidth should be granted to the high-priority queue.
C. 75 percent of the total available bandwidth should be granted to the high-priority queue.
D. Traffic marking in Cisco Unified Intelligent Contact Management means that configuring dual IP addresses on the Network Interface Controller is no longer necessary because the network is QoS-aware.
E. Cisco Unified Intelligent Contact Management Release 7.0 and greater provides QoS marking capability of both Layer 3 DSCP and Layer 2 IEEE 802.1p.

Correct Answer: CD Section: (none) Explanation
Explanation/Reference:
QUESTION 38
What is the maximum number of agents and interfaces supported on a standalone Media Routing Peripheral Gateway in the Cisco Unified Contact Center Enterprise 7.1(2) solution?
A. 500 agents / 5 interfaces (PIMs)
B. 1000 agents / 5 interfaces (PIMs)
C. 1500 agents / 10 interfaces (PIMs)
D. 2000 agents / 10 interfaces (PIMs)

Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 39
Which one of the following types of traffic from the PG to the central
controller is considered high priority in the Cisco Unified Contact Center Enterprise solution?

A. configuration requests
B. skill group data
C. routing and DMP control traffic
D. Real-Time Monitoring

Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 40
Which two functions are performed by the Cisco Unified Contact Center Enterprise CTI options for agents? (Choose two.)
A. controls call and agent state
B. places outbound calls for agents in the Outbound Option Progressive mode
C. presents information provided by the caller from the voice response system
D. accepts Instant Messaging requests from third-party chat clients routed to the agent
E. presents caller data to agent in pre-call whisper with the Cisco IP phone
Correct Answer: AC Section: (none) Explanation

Explanation/Reference:
QUESTION 41
In the Cisco Contact Center Enterprise solution, which two PG software processes manage the connectivity to the Cisco Unified Communications Manager cluster? (Choose two.)
A. Cisco Unified Communications Manager PIM
B. CTI Manager
C. JTAPI Gateway
D. PG Agent
E. OPC

Correct Answer: AC Section: (none) Explanation
Explanation/Reference:
QUESTION 42
At which three of these time intervals is data sent from the Cisco Unified Contact Center Enterprise Peripheral Gateway to the Call Routers and Loggers? (Choose three.)
A. real-time
B. one-minute
C. five-minute
D. half-hour
E. one-hour

Correct Answer: ACD Section: (none) Explanation
Explanation/Reference:
QUESTION 43
What are the three primary factors affecting bandwidth sizing between a Webview client and a Webview server? (Choose three.)
A. number of historical reports the user is running concurrently
B. number of concurrent agents displayed on real-time reports
C. number of rows returned for historical reports in WebView
D. number of real-time reports the user is running concurrently
E. total ECC in bytes
F. refresh rate of real-time reports

Correct Answer: ADF Section: (none) Explanation
Explanation/Reference:
QUESTION 44
In a Cisco Unified Contact Center Enterprise design, the customer requires their agents to have a personal
line (DID) as well as their agent extension. Using the Cisco Unified Communications Manager partition
feature, how should the following agent phone be configured?

Agent ACD line: 4000 (DN)
Agent DID line: 5000 (personal line)

Partition: Personal ?Allow personal calls
Partition: ACDDN ?Allow Cisco Unified Contact Center Enterprise calls only

A. Line 1: 4000 Partition Personal, Line 2: 4000 Partition ACDDN
B. Line 1: 5000 Partition Personal, Line 2: 4000 Partition ACDDN
C. Line 1: 4000 Partition ACDDN, Line 2: 4000 Partition Personal
D. Line 1: 4000 Partition ACDDN, Line 2: 5000 Partition Personal

Correct Answer: B Section: (none) Explanation
Explanation/Reference:
QUESTION 45
Which tool is used to create the Cisco Organization Unit structure in Cisco Unified Contact Center Enterprise 7.0.x and 7.1.x?
A. ICM Setup tool
B. ConfigManager tool
C. Domain Manager tool
D. Microsoft Policy Admin tool

Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 46
What is the impact of routing a call to a non-agent phone in the Cisco Unified Contact Center Enterprise solution?
A. The call cannot be transferred or conferenced back to an agent.
B. The caller will not hear MOH during the transfer.
C. The system loses track of the call and the associated data for reporting.
D. The receiving phone will not get calling line ID information on the phone display.

Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 47
Which two of the following are benefits of deploying Cisco System Unified Contact Center Enterprise? (Choose two.)
A. streamlined installation
B. ability to simply add more PGs to expand the scale of deployment with web configuration tools
C. web-based administration
D. ability to co-load outbound controllers on the agent PGs

Correct Answer: AC Section: (none) Explanation
Explanation/Reference:
QUESTION 48
Which types of Cisco Gatekeeper redundancy mechanisms are supported with the Cisco Unified Customer Voice Portal system?
A. HSRP only
B. alternate gatekeeper only
C. both HSRP and alternate gatekeeper
D. no redundancy mechanisms are supported

Correct Answer: C Section: (none) Explanation
Explanation/Reference:
QUESTION 49
When determining how many Cisco Voice Gateways are required for use with the Cisco Unified Customer Voice Portal, in which two of the following call transfer methods do you not consider the length of time that the caller is talking to an agent? (Choose two.)
A. when all agents are Cisco Unified Contact Center Enterprise agents
B. when all agents are using third-party ACDs, and calls are connected to those ACDs via TDM ports on an egress Cisco Voice Gateway
C. when all agents are using third-party ACDs, and calls are connected to those ACDs via SS7 signaling through a Cisco Unified Contact Center Enterprise NIC
D. when all agents are using third-party ACDs, and calls are connected to those ACDs via carrier “Take Back and Transfer” (also know as “Transfer Connect”)

Correct Answer: CD Section: (none) Explanation
Explanation/Reference:
QUESTION 50
How many agents can be supported on a Cisco Unified Contact Center Enterprise Release 7.1(2) Agent Peripheral Gateway with Cisco CTI Object Server co-resident on the PG using a Cisco MCS-7845 class server?
A. 500
B. 1000
C. 1500
D. 2000

Correct Answer: D Section: (none) Explanation Explanation/Reference:

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